Supervisor

Job Description

Join Splace Bpo as a dynamic Team Lead responsible for guiding and optimizing the performance of multiple functions—Sales, Accounts, Processing, and Case Management. You’ll drive operational efficiency, deliver exceptional service, and foster a culture of continuous improvement.

Key Responsibilities

• Team Leadership & Oversight
• Supervise and coach team members across Sales, Accounts, Processing, and Case Management to achieve KPIs and service standards.
• Balance workload distribution and optimize staffing to ensure smooth daily operations.
• Monitor performance, provide timely feedback, and implement development plans to maximize potential.
• Manage day-to-day staffing matters, including attendance, performance management, and scheduling.
• Customer Escalation & Service Quality
• Lead resolution of escalated customer issues with professionalism, empathy, and urgency.
• Ensure all customer interactions comply with company service standards and applicable regulatory requirements.
• Proactively identify recurring issues or bottlenecks and implement data-driven process improvements.
• Reporting & Performance Analysis
• Compile, analyze, and present weekly, monthly, and ad hoc operational reports to leadership.
• Track and interpret key metrics (e.g., productivity, conversion rates, service turnaround time, client satisfaction).
• Provide actionable insights and recommendations to optimize efficiency and performance.
• Training, Development & Onboarding
• Lead onboarding sessions for new hires across multiple departments.
• Develop and deliver ongoing training programs to enhance skills, knowledge, and career progression.
• Promote a culture of accountability, collaboration, and continuous improvement.
• Process & Compliance Management
• Ensure adherence to internal policies, quality standards, and regulatory requirements across all functions.
• Collaborate with cross-functional teams to standardize processes and controls.
• Audit processes for compliance, identify gaps, and drive corrective actions.

Requirements

Qualifications & Skills

Performance Metrics

Requirements

Minimum 2 years of experience in accounting support, invoicing, or bookkeeping. Bilingual : Fluent in English and Portuguese (spoken and written). Strong proficiency with accounting software (e.g., QuickBooks, Xero, or similar). Familiarity with digital collaboration tools (e.g., Slack, Google Workspace). Exceptional attention to detail and strong organizational skills. Self-starter with reliable internet and remote work experience. Preferred Qualifications : Previous experience in a SaaS or tech environment. Understanding of international invoicing practices, especially Brazil / USA.